Product Experience and Design, Re-branding and Strategy for self-serving User and Customer Experience< Back to Projects | Next project >
Urban Airship is a technology platform that enables push notification and messaging from mobile apps. Joined Urban Airship as Experience Design Director to build and lead the design team, developed a scalable and repeatable Product Design Process, align user and customer facing touch points, and outline a low to no-touch, self-serving experience from on-boarding to billing. The Problems Inconsistency in customer experience and inability to on-board product without substantial handholding. Distrust in reporting and billing. Ineffective/no product design process, mis-management of user (and customer) expectations, discrepancy between brand experience and product experience (+ unclear value proposition) in addition to the usual start-up challenges. The Solutions I Established a design team of product and experience designers, created a career ladder, and moved Design up the production line; from service deliverable to strategic resource, proposed experience strategy to cover the entire customer/user lifecycle. We then initiated alignment of touch points, customized and implemented a scalable and repeatable product design process - including Product Modeling, proposed consistent Product Personally (later integrated in Identity re-design, which I was part of). We outlined sign-up and On-boarding process, redesigned the User Interface and prepared base-line for measuring adoption, engagement and task-completion through user interactions with the UI. SKILLS IN ACTION:
www.urbanairship.com Reference: Michael Richardson, Sr. Director, Co-Founder, [email protected] |